System Solution Champion

vor 3 Monaten

Wien, Österreich HIAS Inc Vollzeit

**ORGANISATION**: HIAS RSC AUSTRIA

**TITLE**:System Solution Champion

**REPORTS TO**:Refugee Data Manager

**LOCATION**:Vienna, Austria

HIAS is the global Jewish non-profit that protects refugees whose lives are in danger for being who they are. We help refugees rebuild their lives and advocate that all displaced people are treated with dignity. HIAS RSC Austria processes refugee cases for resettlement to the US through a contract with the US State Department.

**Purpose of the role**:
The System Solution Champion (SSC) act as primary point of contact to drive communication between the Refugee Processing Center (RPC), US Government secured database (START) team and the RSC. The SSC main focus is to follow RPC-directed activities and rely on cooperation and support from RSC colleagues to advance training, system testing, guidance review, business process changes, change implementation, and other activities to improve standardization in guidance and data and increase efficiency in processing, reporting and change management.

**Specific responsibilities**:
**Communication and change management**
- Serve as the RSC lead for all RSC communications with the RPC on START issues
- Serve as the focal point for RPC engagement related to review, verification or validation of the development of the new solution, as well as other RPC-driven changes.
- Maintain a thorough and current awareness of RSC and RPC policies, plans, initiatives and developments that impact or otherwise influence RSC caseworkers and staff.
- Provide PRM/RPC monthly progress reports on the RSC’s progress in operational policy, process, and technology changes (SSC Monthly Progress Reports)
- Complete or assign and respond to RPC Data Calls and Feedback Requests as needed
- Coordinate with Power Users to develop and complete RPC led requested Implementation Plans, other RPC mandated projects and changes, and any other changes deemed necessary by the SSC to ensure adherence to the processing guidelines by the RSC
- Participate in RPC & RSC START points of contact collaboration and knowledge-sharing forums (GitHub and regular calls)
- Plan and coordinate various opportunities for RSC involvement in the practice, collaboration, interaction, and education of the new system with the RPC build/development team
- Coordinate communication on updated processes and system developments with program teams and support knowledge sharing back to respective units
- Ensure all local processing updates are provided to the Processing Guides to RPC on time
- Communicate with other SSCs to brainstorm ideas, get updates, resolve problems
- Monitor GitHub for RPC announcements and any information that might be relevant for the RSC

**Issue management**
- Troubleshoot START issues and processing questions reported by RSC staff and report them to RPC via an appropriate route (RPC Help Desk, GitHub) if necessary
- Implement and enforce issue management procedures as outlined in program governance by refining RSC staff requests before submission to RPC
- Conduct analysis with other RSC START points of contact on requests to the RPC as needed
- Present during START Production Support meetings with RPC, or other forums as applicable, the top questions/issues/pain points heard/received from RSC colleagues so that RPC can maintain situational awareness
- Cooperating with RPC in resolution of START issues

**Training and Compliance**- Provide training coordination support and act as the primary Point of Contact and coordinator for START Trainings for RSC staff
- Coordinate with Power Users to deliver trainings to RSC program teams
- Provide training (training of trainers) to RSC colleagues on topics RPC trains them on and brief RSC leadership on the outcome of those trainings
- Provide START Introduction sessions and develop onboarding plans in coordination with program managers for new hires at the RSC where necessary, and refresher training for areas as needed
- Communicate closely with program teams to ensure that necessary trainings have taken place
- Hold regular trainings on START enhancements and processing updates for users across program teams and locations
- Maintain and implement the Learning Analytics plan (including knowledge assessment, attendance monitoring, assessment of areas for improvement) to ensure that trainings and knowledge sharing are effective at the RSC
- Create quizzes on new processes, coordinate with the program teams to ensure timely participation, and interpret the results in order to suggest any additional actions that may be necessary for additional trainings
- Continuously review RSC processing workflows and perform monitoring activities such as observations, shadowing, data spot checks to check for compliance with processing guidelines from PRM and RPC

**Testing & Functionality Development**- Work closely with RSC program staff to ensure proper START functionality as intended and provide analysis and recommendations to RSC leadership and

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